Conflict Management (ADR)

Question 1

what is conflict?

Answer 1

Conflict arises from incompatibility of ideas, needs, drives, wishes, motivations, perceptions or demands.

Question 2

what is it?

Answer 2

it is more than just a disagreement between one or more parties which can trigger strong emotions and can be an opportunity for growth.

Question 3

is conflict heathy or unhealthy?

Answer 3

it can be both healthy and unhealthy.

Question 4

what are some factors that can propel interpersonal conflict.

Answer 4

unreliability
an overly analytical character
no appreciation
do-it-yourself (doesn’t seek input)
micro-managers
self-centeredness
arrogant, sarcastic and demeaning
untrustworthiness
hostility

Question 5

what are the 5 styles of conflict management styles.

Answer 5

a) competing - value point more than relationship
b) accommodating - value relationship more than point.
c) avoiding - value sanity, what’s the point
d) compromising - living with reasonableness - the point isn’t important enough to fight over.
e) collaborating - living with reasonableness, the point isn’t important enough to fight.

Question 6

what are the conflict resolution guidelines?

Answer 6

1) recognize the emotional states of parties
2) hear both sides of the story
3) allow parties to recognize that differences can have positive outcomes
4) assist inn coming up with alternative options

Question 7

conflict intervention strategies

Answer 7

a) acknowledge the emotions
b) call person by name
c) discourage destructive venting
d) remain calm, focused, in control
e) discourage name calling
f) be prepared to repeat yourself
g) exhibit respectful behaviour

Question 8

practices you should never do in conflict resolution?

Question 9

what is alternative dispute resolution ?

Answer 9

any means of settling conflicts outside the courtroom. IT SEEKS TO RESTORE THE PARTIES WHOLENESS BEFORE THE CONFLICT-
* mediation
* arbitration
* negotiation
* conciliation

Question 10

what is mediation?

Answer 10

a neutral third party in the controversy between 2 or more other parties.

Question 11

what is the role of mediators?

Answer 11

• Create a safe environment
• Listen and elicit information
• Assist parties as they clarify meaning and
  define issues
• Problem solves through option generation
  facilitate negotiations
• Record agreements

Question 12

how do mediators help move from dispute to resolution?

Answer 12

they take on change agent, facilitator and motivator and influence.

Question 13

mediatior help move person from dispute to resolution

Answer 13

uninformed > Informed
agitated > calmer
confused >clear
misunderstood> understood
nobody>somebody
blame>responsibility
huh>aha!

Question 14

what is a mediation mindset?

Answer 14

• objective
• non-judgemental
• accepting
• trust in the process
• re-define control
• does not “assume”
• check our own baggage
• BE FULLY PRESENT

Question 15

What is acknowledgement in the conflict resolution process?

Answer 15

*listen and hear others where they are?
*let them know you have heard them?
* acknowledging is not agreeing
* acknowledging does not mean you have to give up your viewpoint.
* requires recognising where you differ and where you might agree

Question 16

what is the process of conflict resolution?

Answer 16

stage 1 - introduction self, describe the format.
stage 2 - allow each party to make opening statement decision and maintain a positive
stage 3 - guide parties through brainstorming in which the generate possible resolutions.
stage 4 - draft agreement - guide parties to reach an agreement